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PY26 WHEAP Manual

Revised: August 2025 5. Obtain prior approval from the Division for out-of-state conferences or training. See Section 9.3.2. 6. WHEAP agencies should not exceed meal reimbursement rates as established each Federal Fiscal Year by the U.S. General Services Administration (for the State of Wisconsin).

9.2.2 Public Information Local agencies are responsible for providing information to the public in the agency’s jurisdiction about WHEAP (energy assistance). This information must also be made available on the local agency’s website. The local WHEAP agency’s public information about the program must include at least: 1. The availability of energy assistance, Crisis Assistance, and Weatherization services 2. Eligibility requirements and how to apply 3. Identify the program as administered by the State of Wisconsin HE+ Program and include the HE+ logo on the local agency’s public website 4. Provide the link to the Division website WHEAP page.

In lieu of items 1-4 above, the local WHEAP agency may provide a direct link to the Division website. The link shall be titled, “Wisconsin Home Energy Plus Programs and Energy Assistance Application Information.”

HE+ and co-branding logos are required on all program materials prepared and published by the local agency. See Section 9.5.8.

The local WHEAP agency is required to: 1. Establish and publicize a local or toll-free telephone number where customers can call year-round for general WHEAP information. The publicized telephone number shall not allow customers to be on hold for more than two minutes before speaking with a staff person. Customers shall be provided with the option to immediately leave a voice message if they do not want to remain on hold. Messages must be answered in the order of receipt and no later than 48 hours from the date of the message. 2. Establish procedures to identify no-heat emergency telephone calls and to respond to the calls within the required timeframes (see Chapter 5 and the HE+ Program Services Manual). 3. Notify the Division and Weatherization agency of agency closures that affect normal business operations. This would include closures for training, inclement weather, etc. 4. Agencies do not need to notify the Division of holiday closures unless the closure may result in more than 2 consecutive workdays. For scheduled closures, notification should be provided at least 48 hours prior to the day of closure. 5. Notify the Division if any agency operations are unavailable. This includes, but is not limited to, phones, email, and scheduling system(s).